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Senior Manager, Contact Center Operations & Strategy - Remote Eligible
Own the sales and customer service operations teams' P&L to drive efficiency and growth.
New YorkBostonHoustonAustinChicago
Senior
1 week ago
Jerry
Jerry makes it really easy to save time and money on car expenses.
Job is no longer active
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✨ About The Role
- The Senior Manager will oversee the sales and customer service operations teams' P&L, focusing on operational cost, speed of request fulfillment, and customer satisfaction.
- This role involves managing both onshore and offshore teams, optimizing workflows, and evaluating tools and systems.
- The candidate will be responsible for hiring, training, and onboarding new team members, ensuring a comprehensive training program is in place.
- They will partner with automation teams to reduce incoming requests and improve chatbot and voicebot performance.
- The Senior Manager will define and own workflow improvements while balancing efficiency with customer experience.
âš¡ Requirements
- The ideal candidate has a bachelor's degree in a rigorous discipline and at least 8 years of experience managing inbound contact center teams.
- They should have a proven track record of optimizing business processes and operations, demonstrating success in improving key performance metrics.
- Strong proficiency in Excel and comfort with data analysis are essential for this role.
- The candidate should possess a problem-solving framework and adhere to first principles in their approach to challenges.
- They must be able to communicate effectively with a diverse range of audiences, from front-line employees to senior executives.
Senior Manager, Contact Center Operations & Strategy - Remote Eligible
New YorkBostonHoustonAustinChicago
Operations
Job is no longer active
About Jerry
Jerry makes it really easy to save time and money on car expenses.